Improving Customer Service Delivery in Business Environment

This report provides a comprehensive overview of delivering customer service in business and service organizations, emphasizing the importance of creating positive first impressions and incorporating a philosophy of excellence into day-to-day operations. It highlights key requirements such as cleanliness, warmth, credibility, knowledge, responsiveness, friendliness, helpfulness, understanding, courtesy, confidence, and professionalism. The report also covers essential aspects of professionalism, including positive attitude, strong work ethics, and effective communication skills, both verbal and written. Furthermore, it discusses the significance of knowledge, continuous learning, and teamwork in providing excellent customer service. The report includes a self-assessment of customer service skills, focusing on communication, responsibility, listening, self-control, positivity, and conflict resolution, and provides insights into demonstrating good customer service through asking the right questions, fitting solutions with problems, and maintaining patience. The document concludes by emphasizing the importance of a positive attitude and having fun while delivering service.

TASK 4
Deliver customer service in a
business and service

Customer Contact is a moment of truth
When “customers” first meet us they immediately form
opinions about us and our organization. Those
impressions include things about character, efficiency, and
friendliness. They will decide in 7 seconds from 11
impressions whether they…
• Like You
• Dislike You
• Indifferent

What is Good Customer Service
Philosophy of excellence in customer service must
be incorporated into day to day operations.
Systems must be built to provide structure to both
the customer and the employees who serve them.
Staff should be given the right tools, training and
consistent support.
This is NOT an overnight program!

Delivering customer service in business organization
KEY REQUIREMENTS
1- Cleanliness
2- Warmth (engaging)
3- Credible
4- Knowledgeable
5- Responsive
6- Friendly
7- Helpful
8- Understanding
9- Courteous
10- Confident
11- Professional

Professionalism
 Positive Attitude
Attentive – listen and care (make them know they matter)
o Give accurate information, don’t be afraid to say “I don’t know, but I
will find out”
Friendly approach – watch for non-verbal and body language signs
Eye contact (best response in 2 seconds)
Learning to say no with tact and courtesy and confidence
o Stay positive
 Attention to detail
o Go the extra mile
o Use names whenever possible
 Work Ethics
Punctuality
Time Management
Manage multi-tasking
Follow the chain of command

Communication
Use Clear and Concise Communication and be the Problem Solver
Verbal
 Speak clearly at an appropriate speed
 Be aware of your tone and inflections
 Give undivided attention
Written business email and letters/memos
 Use correct grammar (no text talk or IM speak)
 Limit styles and images
 Be careful of font colors
 Use correct case (not all caps or lower case)
Non-verbal
 Watch body language, lack of eye contact or signs of frustration

Knowledge and Learning
Knowledge is an acquaintance with or understanding of facts and truths
Learning is a willingness to become acquainted with facts and truths not yet understood
 Working Knowledge
 Job description, responsibilities and performance expectations
 Where to find college policies and procedures
 Department policies, procedures and expectations
 Functions of MyCSN
Stay current on email and department updates for up-to-date information
 General Knowledge
General knowledge about CSN/Infrastructure
 Important college dates and events
 CSN catalog (online)
 Cross training or knowledge of other department functions

Teamwork
 Be respectful of all members of your team
 Be coachable and open minded to help offered by your
supervisor or other members of your team
 Be willing to work together to accomplish department and
institutional goals
 Be willing to be available and do your share of necessary extras
(take one for the team)
 Be willing to share you knowledge with others. Mentor and
support new team members
 Give recognition and credit wherever you can for a job well done
or a difficult situation well handled.

Assessing own customer service skills
Communication – I possess a good written communication
skill through which I can easily write down the orders of
customers. However, I face issues while communicating
with them verbally. This is due to poor command on my
English language.
Taking Responsibility – I feel that the present job as a
trainee has taught me to take responsibility about
whatever work has been allotted to me. I do it in a
responsible manner.

Listening and self control
Listening – I have an effective listening ability. This has often
helped me in ensuring faster delivery to my clients.
Self-Control – I feel that the present job as a trainee in Mc
Donalds has made me handle different kind of consumers.
This has developed a skill in me with respect to self control

Positivity and conflict resolution
Positivity – I sometimes have a ntendency to develop
negartive attitude after hearing consumer comments. I am
yet to develop this skill of making myself positive.
Conflict Resolution – I still lack in the area of resoloving
conlficrts with my team mates. I am yet to develop this skill.

Demonstrating delivery of good customer service.
Asking Right Questions
• It is a skill to be able to understand the right questions to
ask.
• Asking the right questions makes the customer that
customer service associate understands the issue, and is
qualified to help.
Fitting Solutions with Problems
A good customer service representative has understanding of
the solutions that are available.
Understanding which solutions work for issues can give the
customer the feeling that the department is competent and
efficient.

New Customer, New Issue
 Some customer service calls can be easy, and some can be very
challenging.
 One of the skills a customer service representative needs to develop is
the ability to treat each call separately.
 The customer that just yelled and screamed in the previous call has
nothing to do with the next customer waiting to be taken care of.
 To be able to provide excellent customer service, a service associate
needs to realize that each new customer presents a new issue.

Cont..
Patience
A frustrated customer service representative does not present a positive
image to the client.
 Patience is not only a virtue in customer service, it is a necessary
skill in order to deliver excellent service.
 Allow customers to present their entire case before speaking, listen
to what the customer is saying to try to determine the real issue and
take the time to review the information with the client to be sure you
got it right.
 A slow and steady demeanor can help calm an angry customer and
allow your call to move on smoothly.

Smile, be happy and have fun!
It will always show in the service you give

REFERENCES
 Jones, P., Hillier, D. and Comfort, D., 2014. Sustainability
in the global hotel industry. International Journal of
Contemporary Hospitality Management. 26(1). pp 5-17.
 Flew, T., 2005. New media: An introduction. Oxford
University Press.
 Sirirak, S. and Islam, N., 2011. Does ICT adoption
enhance hotel performance?. Journal of Hospitality and
Tourism Technology. 2(1). pp.34 – 49.
 Gemkow, W., 2011. An investigation of service quality in
upscale hotels using the critical incident technique. GRIN
Verlag.

THANK YOU